+1I Downgraded my docusign account from a paid account to a free account over 6 months ago - but am still being billed monthly. Every month it tells me “downgrading to a free account after...” the last date of the month is listed - but then it automatically re-subscribes for another month.
I tried to contact support, but cannot open a ticket. The chatbot is unhelpful.
What can i do?
Best answer by rodolfo.napay
Hello
Thank you for reaching out here in the Docusign Community. Welcome to the Docusign Community and thank you for posting your concerns!
I want to apologize for your issue with the continuous charge for your Docusign account that you have tried to downgrade. I'd be more than happy to assist you in getting this resolved.
Since you could not open a case, here are the steps and your options to reach out for Customer support support:
How do I contact Docusign Customer Support?
Important Changes to Docusign Support
Also, can you send me a direct message with your email address, account number, and other details about the issue, such as the amount charged and the dates?
Looking forward to your response.
Best regards,
Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
Hello
Thank you for reaching out here in the Docusign Community. Welcome to the Docusign Community and thank you for posting your concerns!
I want to apologize for your issue with the continuous charge for your Docusign account that you have tried to downgrade. I'd be more than happy to assist you in getting this resolved.
Since you could not open a case, here are the steps and your options to reach out for Customer support support:
How do I contact Docusign Customer Support?
Important Changes to Docusign Support
Also, can you send me a direct message with your email address, account number, and other details about the issue, such as the amount charged and the dates?
Looking forward to your response.
Best regards,
Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
+1Thank you - my DocuSign account is is <Redacted Information>. I ordered the $15 a month basic plan back in May of last year. I didn’t wind up using it much, and believe I tried to cancel in July - but am not sure. I know for sure that I opted to cancel my plan and revert to a free account by October, because I remember seeing the notification on my admin page that the account would revert to free at the end of the month.
I forgot about it, but noticed a bill at the end of November - when I checked again it told me the account would revert to free after the end of December. This month the same thing. The notification says that my account will revert to free at the end of the month, butr the bills me top r-subscribe anyway.
Out of frustration today after getting nowhere with the chatbot I undid and then redid then cancellation. Not sure if that solved the issue or not, but it was all I could think to do. Thank you for your help with this.
Hello
Thank you for the additional information. It seems that you have posted your account number on the thread but it got redacted as it is a personal information.
Can you please send it to me directly by clicking on the “Message” button on this reply.
I can understand the frustration that you have gone through so to ensure that this will not happen again this February, I will be checking if your cancellation request will be processed properly.
I will be waiting for your direct message so that I can start this process.
Best regards,
Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
Hello
Thank you for providing the requested information.
I did see the request that you have made back in June to downgrade the account to free but was not processed by the system.
I have forwarded these information to our Billing Team to look into this.
I will be providing the case number and updates to you once I hear back from them.
Best regards,
Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
Hello
I have just confirmed that we have successfully cancelled your subscription so that it will no longer renew and charge you for next month.
Kindly confirm if you have also received the refund for us to tag this as resolved.
Let us know if you need further assistance.
Best regards,
Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
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